Customer Service Charter

We aim to:

• ensure you are treated fairly
• make our services easily accessible
• help you if you have difficulty communicating with us
• answer your enquiry at the first point of contact
• investigate and deal with your complaints and concerns within 10 working days
• deal with problems fully and learn from any mistakes
• provide a positive customer experience

Our staff will:

• tell you their name and the service you have contacted when you telephone us and wear name badges in our Customer Service Centres
• be professional, polite and friendly and treat you with courtesy and respect
• be sensitive to special needs and help you if you have difficulty communicating with us
• listen carefully in order to understand and respond to your needs
• be sufficiently trained to resolve your enquiry or signpost it to the relevant person or service
• ensure you are advised of all relevant timescales
• treat all information received in the strictest of confidence and protect your privacy at all times
• provide an efficient response to resolve your enquiry at the earliest opportunity
• welcome all Customer Feedback as a way of improving our services
• take advantage of the opportunities presented by the development of digital technologies to improve our customer experience and keep you better informed